Marriott Careers

Sales & Marketing - Reservation Agent

Shanghai, China
Reservations


Job Description

Check out pictures from associates at this location, and some videos too!

Posting Date Feb 21, 2018
Job Number 18000ITH
Job Category Reservations
Location Shanghai Marriott Hotel City Centre, Shanghai, China VIEW ON MAP
Brand Marriott Hotels Resorts /JW Marriott
Schedule Full-time
Position Type Non-Management/Hourly

Start Your Journey With Us
Marriott Hotels, Marriott International’s flagship brand with more than 500 global locations, is advancing the art of hosting so that our guests can travel brilliantly. As a host with Marriott Hotels, you will help keep this promise by delivering premium choices, sophisticated style, and well-crafted details. With your skills and imagination, together we will innovate and reinvent the future of travel.
 
Construction of the largest full-service Marriott-branded hotel in Shanghai, Shanghai Marriott Hotel City Centre opened its doors on 24 November, 2011. Located aside People's Square and Park on Xi Zang (Middle) Road, the Shanghai Marriott Hotel City Centre enjoys a premium downtown location. Nanjing Pedestrian Street is a 30 second stroll from the hotel's street entrance. The BUND, Suzhou Creek and the lively Xintiandi are all within easy walking distance.

MAJOR RESPONSIBILITIES 責任概要 :
 
  • Handle all reservation requests via telephone, fax, mail and Internet in a friendly, efficient and prompt manner. 
    礼貌有效地处理通过各种途径收到的预定,如,电话,传真,邮件,英特网。
     
  • Answer the incoming phone calls 3 rings follow the Marriott 3-steps sales process.
    在电话铃声3声内接起电话,并按照万豪3步销售标准来完成。
     
  • Handle the incoming faxes/mails/emails reservation inquires within 24 hours according to the hotel standard on a daily basis. 
    在收到传真/信件/邮件等预定要求,根据酒店当日报价,在24小时之内完成所有预定。
     
  • Perform and complete the Reservation Sales Office daily shift duties.
    根据预定部排班准时上下班
     
  • Maintaining a high level of quality within the reservation sales department.
    保持保证预定部的高质量服务理念
     
  • Understand the importance of servicing internal customers as well as external.
    了解并理解出色的为所有客人服务,无论是内部和外部的客人
     
SPECIFIC DUTIES 工作任務 :
 
  • Answer all phone calls promptly and in a friendly manner
    以积极友好的态度回答每一个电话
     
  • Ensure the phone calls are answered within 3 rings whenever possible and that following the standards of a Marriott Reservation call
    确保在电话铃声响起3声内接起电话并借严格按照万豪预定销售标准来完成预定
     
  • Handle incoming calls using good listening and communication skills to secure information necessary to complete a reservation
    很好地运用聆听沟通技巧来接听电话完成预定销售
     
  • Handle all incoming faxes and reply to customer in a courteous manner
    礼貌有效地处理传真
  • Process and respond to reservation requests efficiently and effectively, all reservation confirmation requests should be handle within 24 hours              
    积极有效地回答所有疑问,所有已完成的预定必须在24小时内给出确认
     
  • Handle reservation requests from other departments
    有效处理各部门的预定要求
     
  • Understand the hotel’s policy in cancellation, no-show and credit facilities
    了解酒店的更改,取消,客人未到的政策
     
  • Check and follow all traces on a daily basis
    检查并且根据当天的情况来解决问题
     
  • Check and file all necessary reports on a daily basis
    检查并装订每天必须的所有报表
     
  • Be aware at all times of the selling status, rates, packages and groups coming into the hotel
    熟悉并且了解酒店当天的销售情况,包括房价,促销,当天的入住团队
     
  • Know and understand the hotel selling strategy for maximizing hotel occupancy and revenue.  Strive to follow the strategy when selling the hotel to prospective guests by using feature and benefit sales skills
    理解并了解酒店的销售政策,并尽可能大得为酒店创造利润。根据酒店的销售政策并尽可能的运用酒店的优势来吸引顾客入住。
     
  • Complete understanding of MARSHA, Oscar and Fidelio Front Office systems
    完全了解酒店的系统,包括MARSHA, Oscar 和 Fidelio
     
  • Be able to clear the error log & Marsha queues
    能够很好地处理误差登记和Marsha Q
     
  • Be knowledgeable of Marriott Rewards program and Frequent Flyer programs and the reservation procedures applicable to that program
    熟悉万豪礼赏计划和各个航空公司里程计划并运用到预定程序中
     
  • Have specific knowledge of hotel layout and design of each guestroom.  Be familiar with the surrounding area as well as other Marriott hotels in the area
    了解酒店及客房的布局。熟悉本酒店附近所有的万豪集团酒店地理位置,以便可以随时交叉销售
     
  • Understand how the Sales, Event Management and Front Desk relate to the Reservations Department
    了解销售部,宴会统筹部,前厅部与预定部相关联的地方
     
  • Understand how the Worldwide Reservation Centers function in relation to the hotel.
    了解环球定房中心的重要性
     
  • Liaise with colleagues in a helpful, friendly and courteous manner
    与同事之间友好相处
  • Maintain a neat and clean appearance in your dress code as well as in your work area
    保持着装的清洁,工作区域的整洁
     
  • Perform the Reservation Sales Office daily shift duties and all reasonable requests of management
    根据排班每天准时上下班,如有特殊要求可以在排班时提出
 
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.